What is happening to Virgin Media???

[User001]

I set up an account early last year. A confirmed install date was made for the middle of March. It wasn't installed until the 26th October! 

They did the external work on the wrong house and kept trying to do the internal work even though the external wasn't complete! I don't understand how they kept getting it wrong for 7 months. 

I spent hours on the phone trying to get them to update the system but I kept being ignored. 

Eventually it was installed and I was awarded £1200 in compensation after raising with the Ombudsman. £5 per day delayed past guaranteed install date. 

This was the worst customer service I ever experienced but I was content with the compensation that was credited to my account. 

Now I've been through a 6 week process to get this credit withdrawn. First i was told it would be 14 days. I waited then when I phone it was to be the next day. Then I called again and it had changed to 10days. I called again and it was now 14 days. It's been 14 days and yet nothing. I am on hold on the phone with them just now. 

Has anyone experienced anything like this? I feel like everyone I have spoken to is not trained adequately to update the systems. They have been rude and I have been hung up on several times with no call back. I was with Virgin media a few years ago and never had an issue.

Is their customer service failing? Or has it always been this bad? 

[Ayisha_B]

Hi @User001 👋

A warm welcome to our Community Forums and thanks for your post. 

I am so sorry for the poor experience. This isn't the level of service we aim to provide. 

I'm going to pop you a PM 📩 so we can take a closer look into the matter for you.

Hope to hear from you soon!

[User001]

****UPDATE****

After finally talking to a manager I was told they can't actually do bank transfer for credit withdraws only cheque. Apparantly I had specified that when I set up the account although I was never asked directly. I also cant change the prefrence as its an active account now.

This manager offered me nothing tangible or any email confirmation. I wasnt prepared to trust his words as I have been lied to 5 times prior. I requested that he stay on the phone with me until we recieved email confirmation back from the accounts department if the credit withraw can be approved. After 1.5hrs on the phone he told me that he has to hang up and help other customers. My issue still wasnt resolved and he obviously thought they were more important than me. 

He said he would call back at 5pm to update me and also Monday. -- neither of these things happened. again false promises. 

After being hung up on, I called back and recieved a different manager. He said he has personally put my request through and it would be in my account monday night at the latest. He gave me a refrence number and guaruntee. 

Again this failed to happen. 

It is Tuesday now. I am currently on the phone to VM again. I have just been told the previous manager didnt put any notes in therefore the credit request was rejected and I now have to wait 5-7 days for a cheque by a new request.

??????? Can anyone see any logic in what is happening?

I can't help but start drawing conclusions to this irrational and unbeliveable behaviour thus far is that VM are purpousley preventing me withdrawing money as I have taken them through the ombudsman dispute and won against them. 

[User001]

***UPDATE**

In the middle of a live chat I request to chat to a manager. I was put through and he told me it was 5-7 days then disconnected before I could answer. Awful service yet again. 

I have been told conflicting dates for the last 6 weeks. His words mean nothing to me and I didnt get a chance to question them. How VM treat their customers is disgusting

[Gareth_L]

Hello User00.

Thanks for your post.

We can see you are already in a private message with a colleague.

It would be best to carry on with your original post, So we don't complicate matters even more.

Gareth_L

[User001]

Hi Gareth, 

I was messaged by your colleague straight after I made this post. They asked for my account details which i responded with immediately. 

I have heard nothing back. 

Again VM failing to take any ownership and I am being punished for VM mistakes once again. I have contacted the Ombudsman to order VM to make the payment as was detailed in the dispute outcome.

[Alex_RM]

Hi User001,

The agent will get back to you when they are next on shift  😊

Alex_Rm

[User001]

Hi Alex, 

Thanks for letting me know. I responded on Tuesday and it is now Friday with no reply. 

Is Ayisha on shift once a week? Did she take annual leave 5 mins after messaging me? 

Or more likely, am I being fed false promises by VM yet again. 

7 weeks and still counting since I first contacted VM regarding this issue. 

[User001]

*****UPDATE******

I reached out to VM again via live chat. This was to ensure the process was underway and to confirm if my refund had been approved for process. - As the last time I wasn't notified when it was declined and had to find out myself. 

I got through to a manager and I was told, I have a refund request approved and it will be via cheque in 14 days. Again i the chat was terminated before i could ask anything else. 

Sounds promising, however 

1. I have already been told 14 days. TWICE. I waited the full 14 days each time and nothing came through

2. I was guaraunteed by several managers I could get the refund via BACS transfer

3. I have been waiting 7 WEEKS! This is no way to treat a customer. I am being punished yet again for VM mistakes. Surely with an onging issue like this they would label it High Importance or try fast track as best they can. 

No ownership, no customer care, no respect, and absoultely no competency in the VM team

[Alex_RM]

The agent is back in tomorrow and will be in touch asap.

We're sorry for the delay.

Alex_Rm